Satisfaction Surveys (CSAT)

CSAT (Customer Satisfaction) surveysguide×SurveysCollecting structured feedback at scale to understand user attitudes, sentiment, and self-reported behaviour.Open guide→ are a UX and product method used to measure how satisfied users are with a specific interactionglossary×InteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term→, featureglossary×FeatureA feature is a specific piece of functionality within a product that delivers value to users. It represents something users can do or experience as part of the overall product.Open glossary term→, or overall experience.

They typically ask a simple question such as “How satisfied were you with this experience?” with a rating scale.

CSAT is usually triggered at key moments, such as after a purchase, support interactionglossary×InteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term→, or task completionglossary×Task CompletionTask completion measures whether users can successfully complete a specific task.Open glossary term→.

Unlike broader surveysguide×SurveysCollecting structured feedback at scale to understand user attitudes, sentiment, and self-reported behaviour.Open guide→, CSAT is focused on immediate, contextual feedbackglossary×FeedbackFeedback is the system response that informs users about the result of their actions. It helps users understand what has happened and what to do next.Open glossary term→.

The goal is to quantify satisfaction and identify areas where the experience falls short.

Use this method when you need to measure satisfaction at specific points in the journeyglossary×Pain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term→.

It is most useful when:

Set up properly.

Before you start, be clear on where the survey will be triggered, what interactionglossary×InteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term→ it relates to, and what scale you will use.

Timing and contextglossary×ContextThe surrounding conditions that shape behaviour and decisions.Open glossary term→ are critical to getting meaningful responsesglossary×ResponseA response is the data or result returned by a server after receiving a request.Open glossary term→.

Run the method.

CSAT surveysguide×SurveysCollecting structured feedback at scale to understand user attitudes, sentiment, and self-reported behaviour.Open guide→ should be simple and timely.

Ask a clear satisfaction question. Use a consistent rating scale, such as 1 to 5. Trigger the survey immediately after the interactionglossary×InteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term→. Optionally include a follow-up open question. Keep it quick and unobtrusive.

The easier it is to respond, the better the dataglossary×DataData is raw information collected and stored for analysis, processing, or decision-making.Open glossary term→.

Capture and make sense of it.

The value comes from measuring satisfaction over time.

Look across dataglossary×DataData is raw information collected and stored for analysis, processing, or decision-making.Open glossary term→ to identify overall satisfaction scores, trends over time, differences across journeysglossary×Pain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term→ or featuresglossary×FeatureA feature is a specific piece of functionality within a product that delivers value to users. It represents something users can do or experience as part of the overall product.Open glossary term→, and patterns in negative feedback.

Use this to prioritise improvements.

Focus on:

Most issues come from:

A score without contextglossary×ContextThe surrounding conditions that shape behaviour and decisions.Open glossary term→ has limited value.

Done properly, this method gives you:

If this sounds like something you need, we can help you measure satisfaction properly and turn feedbackglossary×FeedbackFeedback is the system response that informs users about the result of their actions. It helps users understand what has happened and what to do next.Open glossary term→ into real improvements.

No guesswork. No assumptions. Just clear insightglossary×InsightAn insight is a meaningful understanding that explains why something is happening and what it means.Open glossary term→ you can act on.